SalesForce
Gaurang Dewan
Senior Customer Success Manager
New Delhi
Summary
To work in an organization that provides opportunities to continuously enhance management skills by giving exposure to challenging business environment and to make a substantial and positive impact towards the success of its own & myself.
Offering keen understanding of customer engagement and relationship management, eager to learn and develop in collaborative environment. Brings ability to quickly grasp product knowledge and leverage problem-solving and communication skills. Ready to use and develop critical thinking and client management skills in Customer Success role. Customer success professional skilled in driving client satisfaction and optimizing service delivery. Proven track record of implementing customer-centric strategies and improving client retention. Known for exceptional collaboration with teams and adaptability to changing business needs.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Senior Customer Success Manager
Lunchbox
New Delhi
09.2024 - Current
- Led 10+ client onboarding projects, ensuring seamless POS system integrations (Aloha, Revel, Brink, Square, Toast).
- Configured and managed internal settings for 100% of new client integrations, ensuring smooth go-live transitions.
- Reduced onboarding time through workflow optimizations and automation.
- Conducted weekly QA checks to ensure all configurations met Lunchbox’s quality standards before launch.
- Increased feature adoption through structured training, product education, and proactive engagement.
- Conducted bi-weekly customer training sessions, helping clients optimize their Lunchbox setup.
- Creating standardized workflows and best practices to drive product adoption and efficiency.
- Managed a portfolio of $5M+ in ARR, ensuring a 95%+ retention rate through proactive relationship management.
- Conducted monthly business reviews with key stakeholders, identifying pain points and opportunities for expansion.
- Maintained an NPS score of 90+ by delivering exceptional post-onboarding support and value-driven insights.
- Identified and executed $400K+ in upsell and cross-sell opportunities, aligning product solutions with customer needs.
- Partnered with Account Management to drive 100% contract renewals for high-value clients.
- Developed targeted customer engagement strategies that reduced churn .
- Worked cross-functionally with Product and Engineering to launch 5+ feature enhancements per quarter based on customer feedback.
- Led internal discussions on system improvements, reducing integration-related escalations .
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Surfaced 10+ key insights per quarter to refine Lunchbox’s onboarding and implementation strategies.
- Acted as the primary escalation point for critical product issues, improving resolution time by 40%.
- Troubleshot POS connectivity issues, integration errors, and misconfigurations to maintain system uptime.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Launched quality assurance practices for each phase of development
Senior Digital Business Analyst
Sonata Software
New Delhi
12.2023 - 09.2024
- Assisting the Global Program Manager in preparing engagement plans for each client with scheduled and purposeful contacts over the lifecycle of their program in an agreed format
- Assisting with customer engagement workshops with clients and review with Business Solutions
- Assisting in preparing program launch communication kits for clients to ensure clients understand the reports and tools they will be receiving and how to apply them
- Setting up client programs including but not limited to questionnaires, mystery shopper's instructions, program rules, shopping guidelines and more
- Creating and presenting quality business analysis reviews, results presentations and executive summaries (frequency of reviews: in accordance to the client's contract and specifications) for clients
- Monitor program performance by liaising with relevant stakeholders, and program implementation (including high impact enquiry line issues and resolutions)
- Review each clients program on a quarterly basis and make recommendations which will continue to improve and sustain the program beyond each contract period
- Participate in program design improvements based on client feedback (including service standards development, program specifications, site lists, launch kits and reporting and distribution requirements)
- Liaise with appropriate departments following contract acceptance and follow the process through to delivery to ensure 100% client satisfaction is maintained
- Investigate and resolve client-related queries and issues in a timely manner
- Keep internal and external clients informed and educated regarding applicable process issues, program progress, procedures and improvements
Program Manager
Great Learning PVT LTD
Gurugram
04.2021 - 07.2022
- Designed and developed programs and projects for dissemination to personnel
- Devised creative solutions to critical customer and user needs
- Developed and maintained logistics workflows, procedures and reports
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences
- Researched industry best practices in support of training development and program content
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives
- Handling Escalation regarding any academic content or any overall experiences with the course
- Managed several accounts and increased overall NPS from 7% to 31 % in the End program feedback
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
Product Consultant
Cvent
Gurugram
06.2019 - 01.2020
- Responsible to delight prospective customer with outstanding service levels over chats and emails
- Answer queries in professional manner, establishing rapport in order to identify customer needs & demands
- Also establishing timelines for upcoming events for clients like Ernst & Young
- Adhere to standard operating procedures required by the process
- Meeting realistic customer expectations in terms of efficiency, accuracy and professionalism of responses
- Adhering to timeline and providing effective solutions to Account managers
- Arranging for venues for clients for upcoming events
- Established long term customer relationships by using effective communication and active listening skills.
Senior Personal Banker
Barclays Financial Services Pvt LTD
Noida
02.2017 - 06.2019
- Effectively investigating and resolve customer complaints with varying degrees of complexity and know when to escalate complaints of high degree of complexity and ambiguity
- Helping customers apply for products, loans and services from start to finish, you'll be a valued ambassador for brand
- As a people person through and through, we're confident you'll hit the ground running but to give you all the support you need we'll provide ongoing training, plus look to continuously develop your skills and maximise your potential
- Ensuring that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-wide Risk Management Framework and Barclays' Policies
- Engaging with key stakeholders from across business such as Barclaycard, lending, New Customer team and Direct Relationship Team, suggesting ways of improving client satisfaction
- Improved client retention rates by maintaining open lines of communication and addressing concerns promptly.
Social Media Handler
Aegis Global Pvt LTD
Gurugram
05.2016 - 01.2017
- Answering all queries related to Airtel services and products on various social media platforms i.e Facebook, Twitter
- Making sure queries are resolved and worked upon in a timely manner and resolved for betterment of customers
- Handling various queries from social influencers and media personal for the making sure that services are provided to the best of our market standards
- Handling queries through email for our customers and getting the consumer and Airtel on the same page for the services requested
Client Service Associate
American Express
Gurugram
07.2015 - 02.2016
- Customer Care Professional in Operations (Client setup and new accounts)
- Setting up Clients and card member Accounts with the Corporate Program
- Underwriting of corporate and card member applications and supporting documents
- Working closely with the Account Development Managers based in Brighton so that timely feedback can be sent out to the client about the correction or missing information
- Checking the authenticity of the documents using various tools and performing identity verification checks on card member
- Build an external network of contact within various industry groups to gather financial information on a major corporation or industry to assess the level of risk to AMEX
- Paying Attention to details and analytical skills for setup the account on the system
- Supporting other corporate teams with any queries and/or escalations related to card member/Corporate applications
- Educating clients in relation to Corporate Program policies and procedures
Education
High School Diploma -
Delhi Public School
01.1994 - 01.2009
B. Tech - Mechanical Engineering
Manav Rachna International University
06.2009 - 06.2013
Skills
Team collaboration
Relationship building
Customer satisfaction
Customer feedback analysis
Relationship management
Upselling strategies
Data-driven decision making
Customer journey mapping
Account growth
Client onboarding
Customer relationship building
Training and mentoring
Team building
Negotiation
Inter-department collaboration
Time management
Multitasking
Software
Zoho
Jira
Micrsoft
ClickUp
Timeline
Senior Customer Success Manager
Lunchbox
09.2024 - Current
Senior Digital Business Analyst
Sonata Software
12.2023 - 09.2024
Program Manager
Great Learning PVT LTD
04.2021 - 07.2022
Product Consultant
Cvent
06.2019 - 01.2020
Senior Personal Banker
Barclays Financial Services Pvt LTD
02.2017 - 06.2019
Social Media Handler
Aegis Global Pvt LTD
05.2016 - 01.2017
Client Service Associate
American Express
07.2015 - 02.2016
B. Tech - Mechanical Engineering
Manav Rachna International University
06.2009 - 06.2013
High School Diploma -
Delhi Public School
01.1994 - 01.2009